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Hi, we’re Inveterate, a SaaS startup that’s revolutionizing loyalty for eCommerce brands by giving merchants the ability to launch paid membership programs on their storefronts. Our team of eCommerce veterans has worked across every facet of the industry - from brands to agencies to SaaS. We’ve experienced it all so we empathize with the challenges merchants are facing and understand the difficulties in executing effective programs. We are super focused on our vision and the processes and financial goals that will get us there.
We’re looking for a Sr. Customer Success Manager to join our Customer Success Team. As the 2nd member of the CS team, you'll play an integral role in onboarding our first 75 customers and ensuring their continued success in building paid membership programs. As an expert on the platform, you’ll help clients get the most value out of it, but that’s expected. What’s special about your role is you’ll act as an external agency for our white-glove merchants, providing strategic guidance around loyalty program benefits, marketing inclusion, and overall growth opportunities. If you know the Shopify ecosystem, thrive in a fast-paced environment, and aren't afraid to be the one paving the way we should talk.
You’ll be a critical part of building out the Customer Success infrastructure and processes: measurement tools, department and merchant KPIs, knowledge base build-out, educational content creation, onboarding processes, QBRs, and more. Over time your role will expand to manage a portfolio of 50 white-glove merchants within your own “pod.” You’ll be responsible for recruiting, leading, and developing jr. talent and a key part of growing the Customer Success department.
Responsibilities:
Achieve onboarding targets for speed and scale through effective use of the onboarding playbook, customizing as needed to meet individual merchant needs.
Exceed monthly and quarterly retention targets by deepening relationships with our existing merchants, identifying opportunities, addressing risks, and delivering solutions to improve the success of their membership programs.
Play a critical role in building out the Customer Success infrastructure and processes: measurement tools, department, and merchant KPIs, knowledge base build-out, educational content creation, onboarding processes, QBRs, and more.
Eventually manage a portfolio of 50 white-glove merchants within your own “pod.” You’ll be responsible for recruiting, leading, and developing jr. talent and a key part of growing the Customer Success department.
Maintain accurate CRM accounts, contacts, and activities daily.
Collaborate across the organization, especially with Product, Sales, Operations, and the CEO to get shared merchant feedback that will inform growth strategies.
Continuously grow your knowledge of products, industry, and competition, and share insights across the organization.
Serve as primary contact and advisor for your merchants throughout the life of their membership program.
Other duties as discovered and required by Inveterate.
Characteristics required to succeed:
Empathetic: You think like your merchants, anticipate needs, find opportunities, and embrace that your success is dependent on theirs.
Accountable: You own your role in Inveterate’s success, you’re prepared to establish, maintain, and evolve CS processes, and bring a point of view about what’s needed to operate efficiently at our stage. You expect the same from your teammates.
Adaptable: You thrive in an uncertain, ever-changing, and fast-paced start-up environment by modifying, responding to, suggesting, and integrating change with minimal personal resistance.
Positive: You have excellent interpersonal, verbal, and written communication, an overall clear communication style, and a positive attitude.
Requirements:
5 years of collective experience across eCommerce, digital marketing, or customer experience at a brand or agency
Prior success in an early-stage or high growth environment where you’ve played a role in carving the path and creating the playbook.
An engaging presentation style and confidence in speaking to stakeholders at all levels.
A drive to work hard and WIN BIG!
Shopify Plus and HubSpot CRM experience are a plus
Inveterate Benefits & Perks:
Competitive salary bonus potential
Health/Dental/Vision PPO
Fully remote work with the ability to live anywhere in N. America so long as you have reliable Internet access.
Flexible Schedule - we realize you have families, friends, and interests outside of work. Handle your work when it makes sense for you. Just respect team commitments and be accountable for your responsibilities.
Unlimited PTO - Take what you need when you need it and really disconnect when you go. Then reap the benefits.
Opportunity to carve out your own path. We’re brand new and we’re going places together.
Access to an incredible network through our leadership team, investors, and advisors.
Full Time
$100k-141k (estimate)
04/28/2024
05/14/2024
The following is the career advancement route for CUSTOMER SUCCESS MANAGER positions, which can be used as a reference in future career path planning. As a CUSTOMER SUCCESS MANAGER, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary CUSTOMER SUCCESS MANAGER. You can explore the career advancement for a CUSTOMER SUCCESS MANAGER below and select your interested title to get hiring information.
If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.
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Quotes from people on Customer Success Manager job description and responsibilities
Having a customer success manager overseeing the onboarding process helps with retention.
01/03/2022: Pueblo, CO
Customer success managers should have strong organization and presentation skills, but those things can be taught.
12/19/2021: Modesto, CA
They monitor their customers’ happiness closely so that they are able to offer solutions before problems occur.
02/13/2022: Everett, WA
Take time to understand what each customer needs and help customers take the shortest route possible.
01/23/2022: San Jose, CA
The customer success manager characterizes himself with being organized, presentable and acquiring technical skills.
01/07/2022: Minneapolis, MN
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Success Manager jobs
Customer success managers are both salespeople and support professionals.
12/15/2021: Las Cruces, NM
During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products
01/02/2022: Longview, TX
A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly and easily grasp new software applications.
02/21/2022: Pueblo, CO
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
12/22/2021: Temple, TX
Customer Success Managers must be strong, natural advocates.
02/15/2022: Clearwater, FL
Step 3: View the best colleges and universities for Customer Success Manager.